Role: Contact Centre Manager
Role: Contact Centre Manager
Location of Employment63-66 Amiens Street, Dublin 1
Reporting toCustomer Services Director
Responsible forContact Centre Advisors
Salary€48,223 - €64,813per annum
(Please note maximum point for recruitment is€57,276)
ContractSpecified Purpose (Maternity Cover)
Probation6 months
Hours37.5 Hours
Leave22 days (+ 3 discretionary days at Christmas Period)
Clúid Housing (Clúid) is a not-for-profit organisation with a vision of a society where everyone has a great place to live. Clúid achieves this through its mission of providing quality housing and services which enable residents to create homes and thriving communities. Clúid has 122 staff to ensure that it has the capacity to meet this mission. To date Clúid has provided 4,924 properties to low income families and single people in housing need all over Ireland.
The Contact Centre is a customer service centre for all 4,924 Clúid residents, contractors, business partners and members of the public. It enables us to respond to the needs of our customers in the most efficient way whilst providing the highest quality of customer service. The Contact Centre aims to resolve the majority of calls at the first point of contact.
Role: Contact CentreManagerRole overview:Manage and direct all inbound and outbound Contact Centre operations ensuring that Clúid residents, staff and other stakeholders receive the required levels of service. Assist in implementing and reviewing Contact Centre procedures and policies. Provide other departments within Clúid with relevant information. Monitor trends and report findings and anomalies to the relevant teams. Serve Clúid’s customers well by delivering a high standard, efficient customer service. Represent Clúid in the best possible way.
Reporting to:Customer Services Director
Responsible for:Contact Centre Advisors
Key responsibilities:
Operational
Plan and supervise changes and manage the daily operations of the Contact Centre
Manage appropriate staffing levels and rosters.
Manage Contact Centre Advisors’ performance to ensure they resolve the majority of calls at the first point of contact
Monitor random inbound & outbound calls to improve the quality of call interactions, minimise errors and achieve a high quality service
Provide management support and effective leadership to the Contact Centre team, ensuring employee commitment to achieving service delivery
Supervise the workflow to ensure the effective management of call and e-mail volumes
Manage relevant administrative tasks and postal services provided by the Contact Centre
Maintain current knowledge of industry new developments, productions, and involvement in network communication
Create and drive an ethos of continuous improvements
Set and deliver high levels of performance with regard to relevant contact centre KPI’s
Initiate appropriate actions to ensure that KPI’s are met
Ensure that all services are delivered in accordance with agreed policies and procedures of the Organisation
Prepare and present performance management reports for the Services Director
Record statistics, performance levels and user rates of the Contact Centre and prepare reports as requested
Handle complicated customer enquiries or complaints incl. escalated queries
Control, monitor and review the delivery of services in accordance with agreed targets and services standards of the Organisation
Work closely with the regional offices and the national office to help achieve regional/national objectives
Liaise with the Housing Managers in relation to the performance of Clúid employees and external contractors
Service Development and Improvement
Monitor trends and report findings and anomalies to other business managers as agreed with the Services Director
Monitor and regularly review all policies relating to customer services to ensure we strive for continuous improvements
Continue the enhancement and development of the following services:
- Out of hours cover
- Repairs services
- Rent collection
Contribute to the development and implementation of corporate policies, procedures and strategies as requested by the Services Director
Budgets
Effectively manage budgets and other resources under your control as delegated by the Services Director
Forecast and analyse information against budget statistics on a weekly or monthly basis as required by the Services Director
Identify cost saving plans across the Contact Centre
Identify mechanisms for further maximising the income of the Organisation through potential services that can be offered by the Contact Centre
Staff
Recruit and mentor new staff
Provide effective management, motivation, training and development of the Contact Centre team
Manage individual performance and maintain the morale and motivation of employees
Appraise performance and provide appropriate training and development of staff
Promote a culture which is supportive of the Clúid’s purposes, aims and values, and to take all reasonable steps to maintain good staff relations
Ensure that safe working practices are adhered to in accordance with policy
Manage disciplinary and grievance issues in accordance with the staff handbook
Customer Care
Provide a comprehensive service to all customers using customer feedback to improve and develop services within the Contact Centre
Respond effectively to customer complaints and comments in accordance with policy
Training
Attend/Request training appropriate to your role
Provide training and development to staff
General
Carry out any duties commensurate with the nature of the work and level of responsibility involved, as may be required by the Services Director
Assist with the promotion of the Contact Centre to third parties i.e. to coordinate and deliver presentations
Represent Clúid as required and positively promote Clúid in all activities
Adhere to all Clúid policies and procedures at all times
Ensure all queries are responded to within target times
Ensure compliance by Contact Centre staff with Clúid’s security, data protection and confidentiality policies and take appropriate actions following any incidences or breaches of the policies or inaccuracies in the data held
Fulfil all care and high standards regarding both Clúid’s and your own and health and safety obligations
Exercise discretion in all aspects of the role
Carry out any other duties which are consistent with your role
Key competencies required in the role:
Commitment
Customer Care
Communicating and Influencing
Flexible and Effective
Innovation & Change
Leadership
Team Work
Key skills / Essentials / Desirable
Candidates will be shortlisted on the basis of illustrating in their application that they fulfil the following criteria. Examples that demonstrate the ability to fulfil the criteria should be included as well as the above competencies.
Education/Qualifications:
- Educated to Degree Level
- Professional qualification e.g. CCMA
- Willingness to undertake professional development
Knowledge/skills
- Ability to analyse wide ranging information to monitor & report on trends
- In depth knowledge of call centre telephony systems
- In depth knowledge of computer systems
- Ability to set, satisfy and exceed targets
- Problem solving
- Influencing and negotiation skills
- Communication skills –verbal and written, report writing, presentation
- Financial control and budget management skills
- Company focus
- Proven report writing skills
- To plan and organise at organisation and personal level
Experience:
- A minimum of two years’ experience in management in a call/services centre
- A minimum of five years customer service experience
- Experience of working in a property orientated environment
- Specialist role related knowledge
- Experience of working in a team environment
- Experience of team management including performance management, recruitment, motivation, disciplinary & grievance handling, feedback skills
Clúid’s Values are:
Professionalism:Clúid drives up standards through a commitment to high-quality services, continuous improvement and investment in its people.Innovation: Clúid works at the forefront of the sector, focusing on solutions and innovating in a constantly changing Ireland.
Respect: Clúid’s work is underpinned by a mutual respect and trust between customers, staff and managers. Clúid listens to and learns from its customers and staff and recognises those staff who go the extra mile.
Collaboration: Clúid values partnerships in achieving the best outcomes. Clúid is open, co-operative and easy to do business with.
Sustainability: Clúid ensures that all its activity is socially, financially and environmentally sustainable.
Our vision for service delivery at Clúid is that residents are able to say:
That I have a comfortable home and Clúid help me if I have a problemI am treated fairly & equitably
I have choice
I am dealt with quickly & correctly